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Title:
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Planning and Development Department Process Improvements Update
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Title
Planning and Development Department Process Improvements Update
Description
This report provides an update to the City Council on the status of the Planning and Development Department's (PDD) continuing efforts to streamline and enhance the plan review, permitting and inspection processes.
THIS ITEM IS FOR INFORMATION AND DISCUSSION.
Report
Summary
PDD kicked off a series of Process Improvement Listening Sessions in the fall of 2023, with an emphasis on the concept of partnership with customers. PDD organized and hosted four customer listening sessions and three internal listening sessions with department team members.
Tenants of Service
PDD’s focus has been on fostering a culture of partnership and service. The department has identified three tenants of service to focus on its efforts: Personal, Seamless, and Innovative.
Personal: Enhanced communication and collaboration with partner departments and customers - reinforce that we are a department comprised of dedicated public servants who are available to help.
Seamless: Empowered staff and ownership - commitment to foster a culture of empowerment and ownership within the department by empowering teams to employ a problem-solving approach when challenges arise while working with customers, as well as supporting team members decisions that balance various policies and codes.
Innovative: Efficient organization structure and processes - reorganize the service model and organizational structure to better align teams with the development process.
Action Strategies
The feedback received at the listening sessions is categorized into the seven action areas below and will be the focus of enhancements to the services we provide. A thorough description of the active and proposed action plan items are included in the Process Improvement Report (Attachment A).
Updates to Processes
Modifications to Plan Review and Permit Requirements
Enhanced Collaboration
Deploy New Tools and Resources
Education - PDD Team Members
Education - Customers and PDD Boards and Commission Members
Ordinance and Code Updates
Education and Resources
The department outlines three tools needed to support the implementation of the improvement actions. The tools include: time for education, ensuring adequate resources, and a staffing study.
Measuring Success
In addition to annual listening sessions, small roundtable sessions with customer groups, and reports back to the City Council, the Department will deploy the following approaches to evaluate the effectiveness of improvements in enhancing service to customers and improving efficiency for team members.
Turnaround Times and Staff Time on Reviews
Statistical Reports on Submittals and Approval
Secret Shopper Exercises and Response Audits
Customer Satisfaction Survey
Department
Responsible Department
This item is submitted by Deputy City Manager Alan Stephenson and the Planning and Development Department.